January 2009 - dev - OTRS mailing lists

Feature request: response template -> next ticket state
by Sascha.Rommelfangen＠ses-astra.com 17 Jan '11

17 Jan '11

Hi, I have a suggestion for OTRS, probably someone wants to implement this: When creating a response template (Admin Area -> Responses; AdminResponse.pm), it would be nice to have the possibility to define the next ticket state. For example: I have a 'CloseWithStateExplanation' template, and often people forget to change the next ticket state. The result is a nice explanation about the state ('closed'), but the state is of course still 'open'. Best regards, Sascha Rommelfangen

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html mail outgoing
by sol sol 29 Jan '09

29 Jan '09

hi, i was wondering, is it anyhow possible with an existing addon or one i create myself to enable outgoing mail in html format type? reason why: i need the company logo in the signature when sending out an email. thanks!

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Feature Request: Billable / Non-Billable Time
by Tony Evans 27 Jan '09

27 Jan '09

Hi Folks, We're testing your community edition of OTRS at the moment, and we've recently enabled some of our customers to access the customer facing side of OTRS. Our current setup has a "Customer ID" being the customers account number, and the "Time Units (Work Units)" to be the length of time our technicians have physically spent dealing with the request. My problem is, however, that with one time field, that adds time units together (such as it does), we use it to track billable support time. If a ticket is considered to be our problem and not billable, we have to change the account number (Customer ID) to an internally used Customer ID. This prevents the customer from seeing their ticket as we have just dis-associated that ticket with their company. So, before I go further. I have tried to configure additional time fields, and so far I do not get anything like the current time/work units field that adds time together throughout the life of the ticket. I've managed to add fields that replace whatever value you have specified previously, but nothing that adds the new amount to a previous amount. If this IS possible, and I'm doing it wrong, then I wholeheartedly apologize and would like to ask if there's some direction you can point me so that I can edit and/or setup OTRS with the capability to have two time fields, in my case, one for billable and one for non-billable time accounting. Please keep in mind that we hope to use OTRS as a helpdesk type of ticket system, so time tracking, such as would be done for projects tracking does not apply, as we often have multiple technicians working on issues, with multiple responses back and forth between my staff and our clients. If this is not quite feasible with OTRS yet, I'd like to know what it would take to implement such a feature, as I am not a developer. If the cost would be negligible, I may be able to have my company speak to your sales about funding such a project. I only need to know if it can be done, how soon could it be done, and for what cost? We'd like to see it part of your community edition so it can be tested and tried before paying for commercial editions and finding the product may not suit our needs entirely. Thank you for your time and consideration, Tony E Manager of Systems Administration CWIE LLC, Hosting Services

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Merging Multiple Tickets a PITA in OTRS 2.3.2
by Peter Beckman 26 Jan '09

26 Jan '09

Users on the users list seconded and suggested I forward to the dev list for discussion. I've reread and updated it a bit. Dear OTRS users and devs: First off, OTRS rocks. Thank you! Now for the constructive criticism. Problem #1: From time to time I get customers who send in 13 emails in a row about the same problem. I would normally do a bulk-action on their heiney, but there is no option for me to merge multiple selected tickets into a single ticket. Nor is there a way to, without a complex search, to see all open/new tickets for a given customer/email address. Solution #1: Add a field on the bulk-action page that allows me to specify a ticket to merge to. Bonus: include a list of tickets from that customer/sender (or customers/senders if the selected tickets includes multiple senders/customers), so that I don't have to know what ticket number I'm merging to before I do the bulk action. Problem #2: From time to time I use search to find a nice subset of tickets I want to do something with. Unfortunately, there's nothing I can do on the search results page other than click on each ticket individually, or click on the CustomerID. Solution #2: Add a checkbox on the left of search results that allows me to do a bulk-action! (like merge!) Problem #3: Sometimes you can just tell that someone probably sent 9 emails about the same issue, but they are spaced out over a weekend, like 5 on friday night, 3 more saturday, 14 on sunday and 6 more monday morning before you get to it. Right now, when I hit "Customer" OTRS nicely displays all the tickets for that Customer. But when I hit "Merge" I'm left with the inability to view the customer's tickets, so I have to: 1. Decide to merge 2. Find the ticket # to merge to 3. Go back to the ticket that needs merging 4. Click Zoom 5. Click Merge 6. Paste the ticket number in 7. Repeat for each duplicate/similar ticket. Ouch. I'm left with a merged ticket and a migrane. (dramatic emphasis mine) Solution #3: When you click "Merge" on a ticket, it nicely displays all the tickets from that Customer, reverse date order (newest at the top). It puts a radio button (or just a link named "Merge Here!") on each of the tickets listed below, so I can find the ticket I want to merge to and with one click and no previous knowledge of the other tickets for that customer merge this ticket. And no headaches! Thank you for listening. If I decide to implement one or more of these on my own, how should I submit a patch? And I assume I should patch it against trunk? Do you offer access to trunk for 3rd party development? Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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Answer templates
by Yasir M. Arsanukaev 23 Jan '09

23 Jan '09

Can you add such a feature that a user can insert a text into a ticket being closed from a predefined set of sentences? The diffs and sql script are attached and tested with 2.3.3. Thanks. -- Yasir M. Arsanukaev - IT dept JSC "Amurmetal", Russian Federation phone +7 (4217) 529-576 # ---------------------------------------------------------- # create table note_library # ---------------------------------------------------------- CREATE TABLE note_library ( id SMALLINT NOT NULL AUTO_INCREMENT, name VARCHAR (250) NOT NULL, comments VARCHAR (250), type_id SMALLINT NOT NULL, valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); ALTER TABLE note_library ADD FOREIGN KEY (create_by) REFERENCES system_user (id); ALTER TABLE note_library ADD FOREIGN KEY (change_by) REFERENCES system_user (id); ALTER TABLE note_library ADD FOREIGN KEY (valid_id) REFERENCES valid (id); # ---------------------------------------------------------- # insert into table note_library # ---------------------------------------------------------- INSERT INTO note_library (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('User made everything himself/herself.', 'User made everything himself/herself', 1, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO note_library (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('Program installation completed...', 'Program installation...', 3, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO note_library (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('closed unsuccessful', 'Ticket is closed unsuccessful.', 3, 1, 1, current_timestamp, 1, current_timestamp); --- AgentTicketClose.dtl.dist 2008-12-30 09:58:09.000000000 +1000 +++ AgentTicketClose.dtl 2008-12-30 09:43:00.000000000 +1000 @@ -200,6 +200,16 @@ $Env{"Box0"}<a href="#attachment" onmouseover="window.status='$JSText{"Attachments"}'; return true;" onmouseout="window.status='';"><img border="0" src="$Env{"Images"}attach.png">$Text{"Attachments"}</a>$Env{"Box1"} </td> </tr> + + + + <tr> + <td colspan="2" class="contentkey">$Data{"AutoText"}:</td> + <td class="contentvalue">$Data{"AutoTextStrg"}</td> + </tr> + + + <tr> <td colspan="2" class="contentkey">$Text{"Text"}:</td> <td class="contentvalue"> --- AgentTicketClose.pm.dist 2008-12-30 09:57:32.000000000 +1000 +++ AgentTicketClose.pm 2008-12-30 09:55:54.000000000 +1000 @@ -1075,6 +1075,8 @@ ); } + + # show attachments for my $DataRef ( @{ $Param{Attachments} } ) { $Self->{LayoutObject}->Block( @@ -1083,6 +1085,37 @@ ); } + my %AutoText = () ; + my %NoteTypes1 = $Self->{DBObject}->GetTableData( + Table => 'note_library', + Valid => 1, + What => 'id, name' + ); + + $AutoText{SelectedID}=''; + $AutoText{Selected}=''; + + my %NoteTypes2 = () ; + foreach my $Key (keys %NoteTypes1) { + $AutoText{Selected}=$NoteTypes1{$Key} ; + $NoteTypes2{$NoteTypes1{$Key}}=$NoteTypes1{$Key}; + } + my %Data1=(); + $Data1{'AutoTextStrg'} = $Self->{LayoutObject}->OptionStrgHashRef( + Data => \%NoteTypes2, + Name => 'NewAutoTextID', + %AutoText, + ); + $Data1{'AutoTextStrg'}.="<input type=button value=+ name=NewAutoButtonID " ; + $Data1{'AutoTextStrg'}.="OnClick=\"Body.value+=NewAutoTextID.options[NewAutoTextID.selectedIndex].value ;\">"; + + $Data1{'AutoText'}='AutoText'; + + $Self->{LayoutObject}->Block( + Name => 'AutoText', + Data => {%Data1}, + ); + # build ArticleTypeID string my %ArticleType = (); if ( !$Param{ArticleTypeID} ) {

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Need Help with implementing Ticket::Types in AgentTicketCompose
by ml＠bortal.de 03 Jan '09

03 Jan '09

Hello List, we need and want the TicketType Feature in AgentTicketCompose (e.g. in Ticket Replies): http://lists.otrs.org/pipermail/otrs/2008-November/024895.html So i had a look at AgentTicketFreeText or ArgentTicketPhone. This is what i did http://pastebin.com/f74ad764f : Line: 361 Line: 936 Line: 948-962 Line: 1053 - 1082 Here is the html part i added to Output/HTML/Standard/AgentTicketCompose.dtl:  <tr> <td colspan="2" class="contentkey">$Text{"Type"}:</td> <td class="contentvalue">$Data{"TypeStrg"}</td> </tr>  I am not very good at perl and i dont really know what i am doing but i am trying to get there somehow. Right now it seems that it never gets to line 1061. Could anyone give me a hand here? Cheers, Mario

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